Refund policy

Last updated: September 8, 2026

At MuscleWrap, we want you to be satisfied with your order. This Return and Refund Policy explains when returns, refunds, replacements, and order cancellations are available.

MuscleWrap is operated by Ashleigh Neal ("MuscleWrap," "we," "us," or "our").

30-Day Return Period

You may request a return within 30 days after your order is delivered.

To be eligible for a return, the item must:

  • be in the same condition in which you received it;

  • be unworn and unused, except for a brief indoor fit check;

  • not have been used during a workout, washed, altered, stained, damaged, or exposed to strong odours;

  • include its original packaging, tags, accessories, and instructions, where applicable; and

  • be accompanied by proof of purchase or your MuscleWrap order number.

Because compression sleeves, wraps, straps, and similar products are worn directly against the body, products showing signs of use beyond a brief fit check cannot be accepted for a change-of-mind return for hygiene and safety reasons. This restriction does not apply where an item is defective, damaged, incorrectly supplied, or where applicable law provides otherwise.

Starting a Return

Before returning anything, email support@musclewrap.ca with:

  • your name and order number;

  • the item you want to return;

  • the reason for the return; and

  • clear photographs if the item is damaged, defective, or incorrect.

If the item is eligible for return, we will provide specific return instructions and the correct return address. Products may be fulfilled by different facilities, so the return destination may vary. We will tell you the return destination and whether you are responsible for return shipping before you send the item.

Do not send a return to our Vaughan mailing address, HyperSKU, a manufacturer, or the address on the original parcel unless we specifically instruct you to do so. Unapproved returns or returns sent to the wrong location may be delayed or may not be received.

After approval, the return package must be given to the carrier within 14 days. We recommend using a trackable shipping service and retaining your shipping receipt until the return is completed.

Return Shipping Costs

If you are returning an eligible item because you changed your mind, ordered the wrong size, or no longer want it, you are responsible for the return-shipping cost. Original shipping charges and optional delivery upgrades are not refundable unless required by law.

If an item arrived damaged, defective, or incorrect, contact us before returning it. After reviewing the issue, we will provide an appropriate solution, which may include a prepaid return label, replacement, or refund. We will not require you to pay reasonable return-shipping costs caused by our error or a confirmed product defect.

We do not charge a restocking fee for an eligible return.

Damaged, Defective, or Incorrect Items

Inspect your order promptly after delivery. If an item is damaged, defective, or different from what you ordered, contact us as soon as reasonably possible—preferably within 7 days of delivery—at support@musclewrap.ca.

Include your order number and clear photographs of the item, packaging, shipping label, and the problem. Keep the product and packaging until we tell you whether they must be returned.

The seven-day reporting request helps us investigate with the carrier or supplier, but it does not remove any rights you may have under applicable law regarding defective, unsafe, or misrepresented products.

Non-Returnable Items

The following items cannot be returned for a change of mind:

  • products worn beyond a brief indoor fit check;

  • products used during a workout;

  • washed, altered, stained, damaged, or incomplete products;

  • products without their original packaging, tags, accessories, or instructions, where applicable;

  • gift cards; and

  • items identified as final sale before purchase.

An item purchased during a promotion or sale is not automatically final sale unless the product page or checkout clearly identified it as final sale before purchase.

These exclusions do not apply to products that are defective, unsafe, incorrectly supplied, or otherwise protected by applicable law.

Exchanges

The fastest way to obtain a different size or product is to request a return for the original item and place a new order after the return is approved.

If your original item was incorrect or confirmed defective, contact us and we will determine whether a replacement can be sent without requiring a new order.

Refunds

We will inspect an authorized return after it is received. If approved, the refund will be issued to the original payment method. We will email you when the refund has been approved or if there is a problem with the returned item.

Please allow up to 10 business days after approval for your bank, credit-card issuer, or payment provider to post the refund. Processing times are controlled by the payment provider. If more than 15 business days have passed since we confirmed that your refund was issued, contact us at support@musclewrap.ca.

Unless required by law or the return resulted from our error, refunds do not include:

  • original shipping charges;

  • return-shipping costs;

  • optional expedited-delivery charges;

  • customs duties, import taxes, or brokerage fees paid directly to a government, carrier, or other third party; or

  • differences caused by currency-conversion rates or fees charged by your payment provider.

Refused and Unclaimed Deliveries

If a shipment is refused, is not collected, or is returned because the customer provided an incomplete or incorrect address, any refund will be assessed after the parcel is returned and inspected. Where permitted by law, actual shipping or return costs charged to us may be deducted from the refund.

Contact us immediately if you notice an address error. We cannot guarantee that an address can be changed after an order begins processing.

Lost or Missing Orders

If tracking has not updated for an unusual period, the estimated delivery period has passed, or a parcel is marked delivered but cannot be located, contact us at support@musclewrap.ca. We may ask you to confirm the delivery address, check with household members or neighbours, and cooperate with a carrier investigation.

If an order is confirmed lost in transit, we will provide an appropriate replacement or refund. Nothing in this section limits cancellation or refund rights that apply when an online order is not delivered within the time required by applicable law.

Order Changes and Cancellations

To request an order change or cancellation, contact us immediately at support@musclewrap.ca. We will try to assist, but we cannot guarantee changes or cancellations after an order has entered processing or fulfilment.

If the order has already shipped, it must follow the return process described above. This section does not limit any cancellation right provided by applicable consumer-protection law.

Chargebacks

If you have a problem with an order, please contact us first so we can investigate and try to resolve it promptly. This does not prevent you from exercising any right available through your card issuer, payment provider, or applicable law.

Consumer Rights

This policy is in addition to, and does not replace, rights and remedies available under applicable consumer-protection law. If any part of this policy conflicts with a mandatory legal requirement, that legal requirement will apply.

Contact Us

For return, refund, replacement, or cancellation requests, contact:

Business: MuscleWrap
Operator: Ashleigh Neal
Email: support@musclewrap.ca
Mailing address: 6-2160 Highway 7, Suite 266, Vaughan, Ontario L4K 1W6, Canada

The mailing address above is not a return address. Contact us and receive return authorization before sending a product.